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22 days old

IT Service Desk Analyst

WIRB-Copernicus Group (WCG)
Puyallup, WA 98371

General Information

Location: Puyallup, WA

Organization: WIRB-Copernicus Group Inc

Job Type: Full Time - Regular

Description and Requirements

The IT Service Desk Analyst will primarily need to have excellent customer service skills supporting end users on a variety of IT hardware and software issues. Qualified candidates must also have superior analytical and problem-solving abilities to identify, research, and resolves technical problems. Exhibiting high energy and enthusiasm, this position needs to comply with all relevant Service Desk policies and procedures, monitoring work queues, picking up service and issue tickets, tracking and resolving issues in a timely manner to ensure service levels are met and end users onsite and at remote locations experience a consistent and professional IT Support experience. Qualified candidates must exhibit strong work ethic and complete assignments without direct supervision, and should have hands on experience with Microsoft Windows 7, 10, Office 365, Active Directory, remote desktop assistance software, JIRA or similar IT Service Management ticket management system.


EDUCATION REQUIREMENTS:

  • Associates degree in Computer Science, or equitant work experience are preferred. 

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS:

  • CompTIA A+ and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired. 

QUALIFICATIONS/EXPERIENCE:

  • 3+ years of helpdesk/Desk Side Support experience in a medium to large Enterprise with documented policies and procedures, or equivalent experience

  • 3+ years of tier 1 support to on-site and remote end users for Desktops, Laptops, and related desktop devices like docking stations, monitors and peripherals, or equivalent experience

  • Knowledge of Active Directory, Microsoft Exchange, O365, Windows 7, 10, and related Microsoft tools, enterprise class printers, conference room AV, telephony equipment and knowledge of IT networks preferred

  • Ability to quickly grasp new concepts, acquire new skills, adhere to documented standards and procedures and escalate to internal development teams and 3rd party vendors, so to escalate investigation and resolution of problems

  • Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner

  • High degree of energy, accountability, initiative and innovation

  • Excellent written and verbal communication skills. 

ESSENTIAL DUTIES/RESPONSIBILITIES: 

  • Provide Tier 1 IT Service Desk support to onsite and remote end users on a variety of IT hardware and software issues.

  • Triage IT Service Desk intake queue(s) and pick up tickets for troubleshooting and resolution in a timely manner meeting SLA/SLO as may be applicable.

  • Review ticket dashboards, prioritizing work to meet business and IT priorities.

  • Comply with all relevant helpdesk and IT policies and procedures.

  • Complete assigned tasks and projects in a timely manner without need for direct supervision.

  • Assist in installation and builds of PC hardware and software.

  • Respond to off hours support in case of emergencies.

  • Assist management of onsite IT physical inventory.

  • Participate in meetings and complete Compliance and job-related training when requested.

  • Undertaken root cause analysis and document solutions to problems in the knowledgebase.

  • Support other business matters as assigned. These may, on occasion, be unrelated to the position described here.

Categories

Posted: 2020-08-31 Expires: 2020-10-22

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IT Service Desk Analyst

WIRB-Copernicus Group (WCG)
Puyallup, WA 98371

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